General Duties and Responsibilities

• Maintain friendly, cooperative relations with customers, vendors, company personnel, and management.
• Perform other tasks or assignments as delegated by the President or Vice President.
• Demonstrate the ability to tactfully handle difficult situations.
• Anticipate problems and provide contingency plans and recommendations.
• Organize personal schedules to maximize productivity and time management.
• Follow all Company personnel policies and procedures.

The responsibilities include:

• Dispatch technicians by criteria:

• Abilities
• Customer Rating (Oil, Gas, Usage, Age, Longevity)
• Scheduled Time
• Proximity to Service Tech

• Maintain customer files.
• When setting up PM’s look through account to make sure we have the correct stock (Air Filter Sizes, nozzles, strainers, Humidifier Pads) Order parts in head of time, not day of service.
• Check weekend and night call sheets, for service calls and follow up work. Contact the customer as soon as possible to schedule time of arrival or deal with their needs. If we cannot make the 2-hour window we give customer, you need to contact the customer to notify we will be late.
• Using the Company’s credit service, investigate prospective new customer’s credit worthiness, document in customer file. For any prospective customers with one or more charge off, two or more late payments to different companies or three or more reported credit cards with balances, obtain approval for setup from the Vice President.
• Answer phones and respond to customer inquiries or direct customer to the appropriate department or management individual to respond to inquiries or service.
• Call customers to schedule follow-up work and appointments for annual maintenance. Mail out post cards for PM’S and email customers for appointments.
• Make sure all parts are ordered before we do annual maintenances. (Examples) Humid pads, air filters, oil filter etc. Review the account before we send tech to job.
• Once per week call for annual tunes.
• Price out parts when Tech calls or emails parts need for repair. Get customer approval before any work is performed. Also get sign off and payment if possible before the work is performed. If customer declines work, we need to send a letter putting them on notice.
• Once customer approves job makes sure it is in daily book for enough time to perform the job. Also order parts and brief tech that will be doing the job.
• Post Service calls daily as soon as possible after completion of the call. Send email to Tech to confirm all parts have been accounted for. Post as much information as possible in account for all calls.
• Create a Spread sheet for follow-up work. Therefore, management can track the process and confirm the work is completed.
• Assist Sales in contacting prospective customers and giving leads to the correct departments
• Make sure the service center always has a person at desk
• Conduct quality control interviews with customers as directed. Send out customer satisfaction survey via email and review report with management on monthly basis.
• Track and be aware of all the techs’ locations and movements. Keep on top of their time on PM’s and service calls. Every 2 hours we should check in to see how they are making out.
• Help maintain customer files.
• Setup new accounts in the data systems.
• Email accounts have to be monitored at all times
• Make collection calls to customers with past-due balances.
• Attend weekly meetings with the Service Manager and Vice President. We will review sales, follow up and other spread sheets from week prior. Meeting will be held every Tuesday at 8am or after all Techs are dispatched.
• Schedule all service calls using Service Titan, making sure all information needed for techs is inputted into the system correctly
• Maintain current price sheets/books in accordance with industry pricing. Update all parts costs and sell price in EYSES.
• Make up 3 months ahead for scheduling book. Input all vacation and on call time in book (Make changes to all scheduling as needed) Make sure all follow up appointments, PMs, and Installations are all in book. Check the manpower and do not over book time slots!
• Review Supply house invoices and statements and confirm they are posted on E-Sys (Back-office Oil program) Service Manger needs to approve after you review.
• Notify Equipment sales to salesmen. Fill out lead sheet and spreadsheet and email it to salesman and Vice Preside. Spreadsheet should contain: Date, Customer name and address, Technician and equipment needs.
• Set up van service and repairs with lead mechanic. Make sure vans are dropped off at garage if Tech is on vacation and notify lead mechanic what needs to be done.
• Input all equipment surveys in E-Sys system. Confirm surveys are completed and upload files and pictures to back-office system (E-Sys).
• Make sure the customer engineering tabs are filled out. If not filled out, make sure the Tech hands one into Office when performing work.